Return Policy

Clear, fair and transparent — so you can buy with confidence.

At ATR – Aussie TrailRide Co., we stand behind the quality of our products and aim to provide a smooth, fair and reliable experience for every customer.

1. Change of Mind

Due to the nature of our products, ATR does not offer refunds for change of mind once an order has been processed or dispatched.

Please ensure you have selected the correct product before completing your purchase.

2. Damaged or Faulty Items

If your item arrives damaged or develops a fault, please contact us as soon as possible.

To submit a claim:

Notify ATR within 48 hours of delivery (for damage claims)
Provide clear photos and/or video evidence
Include your order details and description of the issue

Once assessed, we will provide a suitable resolution:

Replacement parts
Repair support
Replacement product (if required)

3. Warranty Claims

All ATR e-bikes include a 12-month manufacturer warranty. Warranty claims must follow our Warranty & Support process.

The warranty does not cover:

Normal wear and tear
Tyres, tubes, brake pads, chains and consumables
Damage caused by misuse, accidents or improper storage
Unauthorised modifications

4. Returns Eligibility

If a return is approved by ATR:

The item must be unused and in original condition
All original packaging must be retained
Return shipping costs are the customer's responsibility unless the item is deemed faulty

Returns will not be accepted without prior approval.

5. Shipping Costs

Shipping costs are non-refundable.

If a return is approved for reasons not related to a fault, the customer is responsible for all return freight charges.

6. Order Cancellations

Orders may only be cancelled before dispatch. Once an order has been shipped, it cannot be cancelled.

7. Refund Processing

Approved refunds will be processed using the original payment method.

Please allow 3–10 business days for funds to appear, depending on your payment provider.

8. Chargebacks & Disputes

We encourage customers to contact ATR directly to resolve any issues before initiating a chargeback. We are committed to resolving concerns quickly and fairly.

Unresolved chargebacks may result in additional fees and account restrictions where applicable.